Bad service calls become the stuff of internet legend, and they should be avoided at all costs. Here’s an argument for ditching the script or step-by-step procedure when the situation clearly warrants it, and meeting the psychological needs of your clients or customers.
Tag(s): best practice, supportworld, business of support, customer experience, customer satisfaction, customer service
Date Published June 16, 2021 - Last Updated December 16, 2021
The CIO used to be considered the chief nerd who lacked an eye for business. As businesses rely increasingly on digital sales and interactions, that has rapidly changed. Now the CIO is an integral part of the C-suite. We ask 7 CIOs how things have changed.
Tag(s): best practice, business alignment, business intelligence, business of support, supportworld
Date Published June 15, 2021 - Last Updated July 26, 2021
There are two key ingredients to successfully entering a new market abroad - a deep cultural understanding and a commitment to the core of your organization. Here is an argument for why both are so important to success, both locally and globally.
Tag(s): supportworld, service quality, service management, best practice
Date Published June 14, 2021 - Last Updated July 26, 2021
Here is a way to assess your mission statement to ensure it acts as a north star to good outcomes for both your organization and your customers. Here, we also provide criteria for a solid mission statement. Take the quiz and see where you land.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
Date Published June 10, 2021 - Last Updated July 26, 2021
We ask five questions of NJ Robinson, who serves as Deputy Director of the 794th Communications Squadron of the United States Air Force. He suggests that flexibility and soft skills are keys for longevity and success in the IT service and support industries.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
Date Published June 9, 2021 - Last Updated July 26, 2021
The world of IT is constantly evolving and with it, IT positions. However, there's no one path that will suit all organizations. Here, IT thought leaders share how they think the titles and roles will evolve in the near future.
Tag(s): supportworld, service management, business of support, community, culture, employee engagement
Date Published June 8, 2021 - Last Updated July 26, 2021
At a time when budgets are being stretched thin, the needs for 24/7 IT services is growing. Managed IT services may help bridge the gap between what is needed and what is affordable for many small- or mid-sized businesses.
Tag(s): supportworld, best practice, business alignment, business of support, business value, capacity management
Date Published June 3, 2021 - Last Updated July 26, 2021
Organizations must overcome the limitations of VPNs to become true digital businesses and rethink how they can better support and secure their remote workforce. Here is the argument as to why from a chief security officer, and tips for how to do it.
Tag(s): supportworld, best practice, cloud, cloud computing, security management, virtual work, virtual support tools
Date Published June 2, 2021 - Last Updated December 16, 2021
Experts predicted that it would take some time for the industry to adopt cloud technology because of initial limitations, but all that has changed as the capabilities have become scalable to meet differing needs. Best-of-breed capabilities, customizable user interface, availability, and...
Tag(s): supportworld, best practice, cloud, cloud computing
Date Published June 1, 2021 - Last Updated July 26, 2021
We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.
Tag(s): supportworld, service quality, service management, best practice, metrics and measurements
Date Published May 26, 2021 - Last Updated January 20, 2023